ComplaintsforPro Bike + Run

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/7/22 I took my Cannondale bike to ProBikes in Monroeville where I purchased it to get two new tires.I picked it up the next day and they had not put any air in the tires which was the first indication something was wrong-After filling the tires,I took the bike for a ride the next day.Immediately the bike began jumping gears, grinding gears and ghost shifting-changing gears on its own. A very dangerous thing to the rider-My knee got jerked and I decided to turn around.I called the store and explained that my derailure must have been damaged during their repair because all of these issues were not happening prior to them replacing my tires.I spoke with Nick and explain that my knee was jerked out because of these issues and want them fixed at no cost-he said to bring the bike up so I did the next day.Ben at Service listen to my explanation and then grabbed my derailleur lever, kicked the derailleur and then told me to take it for a ride as if this was going to fix the problem.I did-it was much worse-he said to leave it there.I called the next day and was told by Steve that there was an impact mark on my derailleur and I needed to pay for a new one!I said that Ben must have caused it when he kicked it and I wanted it replaced for free! I had no problems until they replaced my tires-I received a text from Shane stating I was to take my business elsewhere and nothing was going to be repaired.No explanation of why Ben kicked my derailure in front of witnesses and now they are trying to charge me for a new one-They accused me of trying to get a free part when in fact I paid $100 for two new tires and picked my bike up in worse condition than I dropped it off in as well as witnessed one of their employees literally kick the part that I brought it up there complaining about in front of me and witnesses! I am now forced to find another bike shop to repair it which may not be easy because I bought my bike at ProBikes and some shops will not work on it unless it's theirs.

  Business response

  06/03/2022

  In regards to the incident reported to you involving myself and my colleagues at ProBike & Run on Thursday May 12th, here is my recollection and subsequent repercussions of the events that unfortunately unfolded that day and in the immediate days following…
  
  My son (who also works full time at the shop) brought the incident to my attention the night prior. I’ve know the customer personally for quite some time, as has my family, hence my sons concern about the incident at hand. He notified me that the customer had come in to drop her bike off for some service, wasn’t happy about how she felt the repairs (or lack thereof) were addressed, and accordingly ripped into a handful of the mechanics and salesman. The following day I called her hoping to assuage the situation and make it right however possible. She immediately declined the call, and moments later I received a flurry of texts from her. She stated there was nothing to discuss, she wanted the issue rectified, told me how SHE thought the events unfolded resulting ultimately in the problem, and eventually continued to belittle and threaten my coworkers in said texts. Before contacting her I immediately consulted the general manager to discuss a resolution and how we arrived here. We both decided before moving forward we would interview all the employees involved and review all footage via live video of the incident. Just to be certain to see if her claims of negligence and incompetence had any merit. As expected, they did not. Nothing in the footage even closely resembled her recollection of the events. They were grossly fabricated, embellished, and very malicious to say the least. At that moment is when we decided to terminate the relationship and move on. It was a no win scenario seemingly, and whatever we would’ve tried to do to correct course, it would’ve only escalated. In the coming days and weeks the customer has continued to slam, criticize, and discredit our business on any social media forum or outlet she can access. We are and were 100% confident we treated the customer with every concern and hospitable effort we treat every customer of ours with. We’re a community shop surrounding quite an area in Pittsburgh and make every attempt possible to establish and maintain the most intimate, productive, and most importantly ethical relationship in all of our endeavors. It would simply be anything but preposterous for us to expect a sustainable business model and grow in the community otherwise. Please take this into consideration during your inquiry and don’t hesitate to let me know if there’s anything else you need.

  Customer response

  06/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I just received an updated message showing me the reply from the business pro bikes Monroeville in response to my complaint and I did respond with three screenshots clearly showing the reply from both Shane Senior and Shane Jr. Indicating the unprofessional manner in which they handled my concern.... You can read clearly that he mentions a video of the way my bike was abruptly and violently adjusted by their employee Ben in front of witnesses and I have asked numerous times in response on social media for him to post it. He refuses. So I am asking you to obtain the video of my bike being violently adjusted by their employee. Ben, before you make any decision.... I am a customer who brought my bike in there for two new tires. It had no problems whatsoever. It was returned to me and it no longer shifted properly. It no longer adjusted. The derailure was skipping gears. It was now dangerous for me to ride and when I took it back there to ask them to fix it. After calling the day before and having an employee agree to have me bring it up. I got it back in worse shape than before yet again along with a refusal to fix it at all.  I would not take the time to file a complaint and go on various social media sites explaining what happened to me to warn other consumers if this was not a real situation. And as I said, I have a witness who is more than willing to testify to what he saw. If you watch the video you will see both of us standing there watching their employee violently smack my derailure and then tell me to take the bike for a ride and see if that fixed it.
   
  Regards,
  
  ***** ********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩